Professional Services & Partner Delivery Lead

HiBob

20h•Hybrid

About The Position

As a HiBobProfessional Services & Partner Delivery Lead, you will be responsible for the successful onboarding, strategic business partnering and management of our Service Partners. You will have a vital role in the scaling & maturity of this function within HiBob. You will support our partners and customers to deploy and drive customer adoption within HiBob. Acting as a key contact for our partners, you will coordinate with other departments to ensure that our partners have the skills and competency to support growing customer need & complexity, product offering, and unlock opportunities for differentiated services which enhance both customer value realization and our Service Partners’ growth engines with HiBob. Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at least 2 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!

Requirements

Proven working experience in Service Partner Success/Management, Professional Services or Customer Success
Solid understanding or experience in professional services and partnerships functions.
Commercial knowledge or experience pertaining to services, CS & SaaS
Proven experience working in SaaS
Partner and customer first mentality
Excellent external-facing and internal communication skills
Excellent written and verbal communication skills
Solid organizational skills including attention to detail and multitasking skills
A desire to work in a fast-paced startup environment
A strong work ethic, growth mindset, integrity and desire to succeed

Nice To Haves

Experience working with Salesforce & Web-based technologies
Experience with tools including Slack, Zendesk and Tableau is advantageous, as is a background in HR/HRM

Responsibilities

Manage Partner Accounts & Engagement – Oversee a portfolio of partner accounts, ensuring successful engagement, performance, and growth by building strong relationships & understanding partner differentiators.
Onboarding & Enablement – Support partners through their onboarding journey and connecting them to the right level & type of enablement to ensure HiBob customers achieve their business objectives through Bob.
Monitor Partner Performance – Track customer feedback, oversee project portfolio managed by partner accounts, and drive improvements to ensure high service quality & KPI attainment.
Check-ins & Progress Reviews – Prepare for and conduct regular scheduled partner check-ins, QBRs, portfolio management reviews, and service pipeline planning. Measure and report on partner delivery performance across key project governance metrics, as well as key competencies. Conduct lessons-learned diagnostics to enhance partner success strategies and improve overall service delivery.
Implementation Success – Work closely with partners and internal teams to ensure smooth, successful customer implementations, handovers and information exchange.
Delivery Model Advisory – Guide partners in creating, adopting and accelerating HiBob’s standard delivery models. Advocate HiBob’s best practice methodologies with assigned partners to drive consistency in service quality.
Escalation Mediation – Manage partner and joint customer escalations to ensure a seamless issue resolution process, by connecting key stakeholders.
Quality & Delivery Assurance – Apply quality assurance to all partner-managed projects to measure and improve partner governance practices. Support in the design and roll out a Delivery Assurance Program to safeguard delivery & platform optimisation.
External Representation – Represent HiBob at partner and industry events, strengthening relationships and advocating for partner success.
Process Documentation & Optimisation – Develop spreadsheets, diagrams, and process maps to document needs, improve project delivery, and drive process adoption.
Pre-Sales Support & Partner Alignment – Work closely with the Sales organisation during pre-sales on partner-allocated opportunities. Represent partners & Service Partner Success in commercial dialogue, ensuring customer confidence, optimal partner-resource alignment & collaborating to sponsor service proposal design, pitching & pricing for prospect, customer and partner success.
Project Pipeline & Resource Allocation – Collaborate with internal Professional Services teams to review the project pipeline and make strategic partner allocations based on capacity, resourcing, seasonal demand, partner expertise, customer specialisation, and forecasting needs.
Contribute, own & lead strategic initiatives within Service Partner Success which shape and evolve our growing program, and drive impact for HiBob’s CSX mission and purpose.

Benefits

Equity in a global, high-growth HR tech SaaS leader
401(k) with a 3% company match starting Day 1
$2,500 employee referral bonus
Medical, dental, and vision coverage from day one
$1,920 annual wellness stipend to support your physical and mental wellbeing
Annual Headspace membership and expanded wellness benefits
Hybrid working model for Bobbers in the NY metro area
Temporary work from anywhere for up to 2 months per year (after 6 months)
Generous paid time off and company holidays to rest, recharge, and enjoy
Bob Balance Days – 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Your birthday off — plus a special gift from us
Home office allowance to set up your ideal workspace
Two paid Social Impact days each year to give back to causes you care about
Frequent team and company social events, both in-person and virtual
Dog friendly office